Partnership HealthPlan of California Medi-Cal Member Handbook

Transcription

1 Partnership HealthPlan of California Medi-Cal Member Handbook Together for your Health

2 Our Service Area Del Norte, Humboldt, Lake, Lassen, Marin, Mendocino, Modoc, Napa, Shasta, Siskiyou, Solano, Sonoma, Trinity and Yolo Counties

3 Dear Member, Welcome! You are now a member of the Partnership HealthPlan of California (PHC). PHC is a health plan for people who have Medi-Cal. As a new PHC member there are some things you need to do. Choose a Primary Care Provider (PCP) from the list of providers you received from PHC. This list of medical providers is called a Provider Directory. Tell the PHC Member Services Department which PCP that you chose. Please call your PCP as soon as possible to schedule an appointment for a checkup. You should have this checkup within 120 days from the date you became eligible for Medi- Cal. Your provider will review your current medical and preventive health care needs. Checkups are a great way for you to know that you are in good health. Checkups are also a good way for your provider to prevent health problems. The name and phone number of your assigned PCP is printed on your PHC ID card. Please read this Handbook carefully. It will answer many questions about PHC. If you have any questions call PHC s Member Services Department at (800) We are available to help you Monday Friday, 8 a.m. 5 p.m. Hearing and/or speech impaired members can call the California Relay Service by calling (800) or call 711. Don t forget to visit our website at Let's work together for your health! Sincerely, Partnership HealthPlan of California

4 Table of Contents Section A - Important Phone Numbers... 1 Section B - Member Rights and Responsibilities... 2 Section C Nondiscrimination Notice... 4 Section D Language Assistance... 6 Section 1 Welcome to PHC!... 8 A quick look at what you need to know as a new PHC member. Section 2 How to Enroll in Medi-Cal What to know when you first become a member. Section 3 Who gives me health care? Learn about different kinds of providers and our network. Section 4 How do I get primary (routine) care? Learn about choosing a PCP and getting primary care. Section 5 How do I get specialty care? Learn about Prior Approval and types of specialty care. Section 6 Outpatient Mental Health Care Learn about getting mental health care from our network. Section 7 Urgent and Emergency Care Learn about how and where to get urgent and emergency care. Section 8 Transportation Learn about different types of transportation services. Section 9 Covered services A list of benefits covered by PHC, State Medi-Cal or Other Programs. Section 10 What does Medi-Cal not cover? Learn about what is not covered by PHC or Medi-Cal. Section 11 Prescription Drugs Learn about our prescription drug benefit and how to get covered drugs. Section 12 How to file a grievance... 47

5 Learn about your grievance rights. Section 13 Coordination of Benefits and Other Information Learn about estate recovery, coordination of benefits. Section 14 Your Privacy Rights Learn about your rights regarding your medical information. Section 15 How you can make a difference Learn about how to participate in the policy making process at PHC. Section 16 Notice of Privacy Practices Learn about what PHC does with your information and your rights. Section 17 Help PHC Stop Fraud, Waste and Abuse Learn about helping stop Fraud, Waste and Abuse. Section 18 Glossary Learn more about the names and words we use in this handbook.

6 Section A - Important Phone Numbers All numbers listed below are Toll-Free. Important PHC Numbers PHC s Main Number (800) The toll-free number to call PHC s Member Services Department 8am to 5pm, Monday Friday PHC s 24 hour Advice Nurse (866) The toll-free number to speak to a nurse about your health if you re unsure about going to the ER 24 hours a day, 7 days a week PHC s Compliance Hotline (800) The toll-free number to report fraud, privacy concerns and other compliance issues 24 hours a day, 7 days a week Disability Services California Relay Service (CRS) TTY/TDD The toll-free number for the hearing impaired (800) or hours a day, 7 days a week Important State Numbers Medi-Cal Managed Care Ombudsman (888) The State office that helps with your Managed Care concerns 8 a.m. to 5 p.m., Monday Friday Premium Payment for Medi-Cal for Families (800) The State phone number to call if you have questions about premiums for Medi-Cal 8 a.m. to 8 p.m., Monday Friday, or 8 a.m. to 5 p.m. Saturday Denti-Cal Services (800) The State phone number to learn more about covered dental services 8 a.m. to 5 p.m., Monday Friday Department of Social Services (State Hearings) (800) The State office that helps you file a State Hearing Medi-Cal Fraud and Elder Abuse Hotline The State office that helps you with concerns about fraud in the Medi-Cal program U.S. Office of Civil Rights (Privacy Complaints) The federal office that helps you with privacy questions and concerns (800) (866) Page 1 of 74

7 Section B - Member Rights and Responsibilities As a member of PHC, you have a right to: Respectful treatment and privacy. You have the right to be treated with respect, giving due consideration to your right to privacy and need to maintain confidentiality of your medical information. You also have the right to be free of any form of restraint or seclusion used as a means of coercion, discipline, or retaliation. Choice and involvement in your care. You have the right to participate in decision making regarding your own health care, including your right to refuse treatment. You have a right to receive information on available treatment options and alternatives, presented in a manner appropriate to your condition and ability to understand, regardless of cost or benefit coverage. You also have the right to make advance directives. Have access to health care. You have a right to be provided with information about PHC and its services, including covered services. You also have the right to choose a Primary Care Provider within PHC s network. Have access to special services. You have the right to have access to a women s health specialist and Minor Consent Services. You also have a right to receive care from a certified nurse mid-wife or certified nurse practitioner if you can t get care from these providers in our network. File a complaint. You have the right to file grievances about PHC or the care you received. You also have the right to request a State Hearing and get information about how to get an Expedited State Hearing. Information in your language. You have the right to request an interpreter at no charge to you. You should not use children to interpret for you. You also have the right to get this Member Handbook and other information in another language or format (such as audio, large print, or Braille). Access your medical records. You have the right to have access to, and where legally appropriate, receive copies of, amend or correct your medical records. Know your rights. You have a right to exercise these rights without adversely affecting how you are treated by PHC providers or the State. You also have a right to receive information about your rights and responsibilities, and to make recommendations about these rights and responsibilities. Talk to an Advice Nurse about health questions or worries about your symptoms. PHC provides free telephone advice nurse services, 24 hours a day, 7 days a week. The number for PHC s Advice Nurse is (866) Page 2 of 74

8 As a member of PHC, you have a responsibility to: Treat your provider with respect and courtesy. You are responsible for treating your provider(s) and their staff in a respectful and courteous way. You are responsible for showing up to your appointments on time. If you re unable to make an appointment, you must call your provider at least 24 hours before the appointment to cancel or reschedule. Treat PHC staff with respect and courtesy. You are responsible for treating PHC staff in a respectful and courteous way. You are responsible for making requests, such as for transportation, in advance, and calling PHC to cancel any transportation if you have to cancel or reschedule your medical appointment. Play an active part in your care. You are responsible to provide, to the extent possible, information that PHC and its medical providers need in order to care for you. You are responsible for talking to your medical provider about things you can do to improve your overall health. Understanding treatment options. You are responsible to understand problems and participate in developing mutually agreed upon treatment goals to the degree possible. Calling your provider. You are responsible for calling your provider for appointments when you need medical care, including routine checkups. Listen to your provider. You are responsible for telling your medical provider about your medical condition and any medications you are taking. You are also responsible for following instructions for the care you have received from your medical provider. Use the Emergency Room (ER) only in an emergency. You are responsible for using the emergency room in cases of an emergency or as directed by your provider or the PHC Advice Nurse. Report wrongdoing. You are responsible for reporting fraud or wrongdoing to PHC. You can do this without giving your name by calling PHC s hotline at (800) , 24 hours a day, 7 days a week. You can also call the Department of Health Care Services Medi-Cal Fraud and Abuse Hotline toll-free at (800) Page 3 of 74

9 Section C Nondiscrimination Notice Discrimination is against the law. Partnership HealthPlan of California follows Federal civil rights laws. Partnership HealthPlan of California does not discriminate, exclude people, or treat them differently because of race, color, national origin, age, disability, or sex. Partnership HealthPlan of California provides: Free aids and services to people with disabilities to help them communicate better, such as: Qualified sign language interpreters Written information in other formats (large print, audio, accessible electronic formats, other formats) Free language services to people whose primary language is not English, such as: Qualified interpreters Information written in other languages If you need these services, contact Partnership HealthPlan of California between 8 a.m. 5 p.m. by calling (800) Or, if you cannot hear or speak well, please call (800) or 711. HOW TO FILE A GRIEVANCE If you believe that Partnership HealthPlan of California has failed to provide these services or discriminated in another way on the basis of race, color, national origin, age, disability, or sex, you can file a grievance with Partnership HealthPlan of California. You can file a grievance by phone, in writing, in person, or electronically: By phone: Contact Partnership HealthPlan of California between 8 a.m. 5 p.m. by calling (800) Or, if you cannot hear or speak well, please call (800) or 711. In writing: Fill out a complaint form or write a letter and send it to: Partnership HealthPlan of California ATTN: Grievance 4665 Business Center Drive Fairfield, CA Or Partnership HealthPlan of California ATTN: Grievance 3688 Avtech Parkway Redding, CA In person: Visit your doctor s office or Partnership HealthPlan of California and say you want to file a grievance. Electronically: Visit website Partnership HealthPlan of California at Page 4 of 74

10 OFFICE OF CIVIL RIGHTS You can also file a civil rights complaint with the U.S. Department of Health and Human Services, Office for Civil Rights by phone, in writing, or electronically: By phone: Call (800) If you cannot speak or hear well, please call TTY/TDD (800) In writing: Fill out a complaint form or send a letter to: U.S. Department of Health and Human Services 200 Independence Avenue, SW Room 509F, HHH Building Washington, D.C Complaint forms are available at Electronically: Visit the Office for Civil Rights Complaint Portal at Page 5 of 74

11 Section D Language Assistance English ATTENTION: If you speak another language, language assistance services, free of charge, are available to you. Call (800) (TTY: (800) or 711). Español (Spanish) ATENCIÓN: Si habla español, tiene a su disposición servicios gratuitos de asistencia lingüística. Llame al (800) (TTY: (800) or 711). Русский (Russian) ВНИМАНИЕ: Если вы говорите на русском языке, то вам доступны бесплатные услуги перевода. Звоните (800) (TTY: (800) or 711). Tiếng Việt (Vietnamese) CHÚ Ý: Nếu bạn nói Tiếng Việt, có các dịch vụ hỗ trợ ngôn ngữ miễn phí dành cho bạn. Gọi số (800) (TTY: (800) or 711). Tagalog (Tagalog Filipino) PAUNAWA: Kung nagsasalita ka ng Tagalog, maaari kang gumamit ng mga serbisyo ng tulong sa wika nang walang bayad. Tumawag sa (800) (TTY: (800) or 711). 한국어 (Korean) 주의 : 한국어를사용하시는경우, 언어지원서비스를무료로이용하실수있습니다. (800) (TTY: (800) or 711) 번으로전화해주십시오. 繁體中文 (Chinese) 注意 : 如果您使用繁體中文, 您可以免費獲得語言援助服務 請致電 (800) (TTY: (800) or 711). Հայերեն (Armenian) ՈՒՇԱԴՐՈՒԹՅՈՒՆ Եթե խոսում եք հայերեն, ապա ձեզ անվճար կարող են տրամադրվել լեզվական աջակցության ծառայություններ: Զանգահարեք (800) (TTY (հեռատիպ) (800) or 711): (Farsi) فارسی توجھ: اگر بھ زبان فارسی گفتگو می کنید تسھیلات زبانی بصورت رایگان برای شما فراھم می باشد. با 711) (TTY: (800) or (800) تماس بگیرید. 日本語 (Japanese) 注意事項 : 日本語を話される場合 無料の言語支援をご利用いただけます (800) (TTY: (800) or 711) まで お電話にてご連絡ください Page 6 of 74

12 Hmoob (Hmong) LUS CEEV: Yog tias koj hais lus Hmoob, cov kev pab txog lus, muaj kev pab dawb rau koj. Hu rau (800) (TTY: (800) or 711). ਪ ਜ ਬ (Punjabi) ਧਆਨ ਦਓ: ਜ ਤ ਸ ਪ ਜ ਬ ਬ ਲਦ ਹ, ਤ ਭ ਸ਼ ਵ ਚ ਸਹ ਇਤ ਸ ਵ ਤ ਹ ਡ ਲਈ ਮ ਫਤ ਉਪਲਬਧ ਹ (800) (TTY: (800) or 711) 'ਤ ਕ ਲ ਕਰ ةيبرعلا (Arabic) (رقم (800) برقم اتصل بالمجان. لك تتوافر اللغویة المساعدة خدمات فا ن اللغة اذكر تتحدث كنت إذا ملحوظة:.(711 or (800) والبكم: الصم ھاتف ह द (Hindi) ध य न द : य द आप ह द ब लत ह त आपक लए म फ त म भ ष सह यत स व ए उपलब ध ह (800) (TTY: (800) or 711) पर क ल कर ภาษาไทย (Thai) เร ยน: ถ าค ณพ ดภาษาไทยค ณสามารถใช บร การช วยเหล อทางภาษาได ฟร โทร (800) (TTY: (800) or 711). ខ រ (Cambodian) របយ ត ប រ ស នជអ កន យយ ភ ស ខ រ, បសវជ ន យខ នកភ ស ប យម នគ ត ឈ ល គ ឣចម នស ររ រ ប រ អ ក ច រ ទ រស ព (800) (TTY: (800) or 711) ພາສາລາວ (Laotian) ໂປດຊາບ: ຖ າວ າ ທ ານເວ າພາສາ ລາວ, ການບ ລການຊ ວຍເຫ ອດ ານພາສາ, ໂດຍບ ເສ ຽຄ າ, ແມ ນມ ພ ອມໃຫ ທ ານ. ໂທຣ (800) (TTY: (800) or 711) Page 7 of 74

13 Section 1 Welcome to PHC! A quick look at what you need to know as a new PHC member. Partnership HealthPlan of California (PHC) is a local governmental agency that was created in 1993 in Solano County. PHC, also called a County Organized Health System, was created to help people like you receive quality health care. Today, PHC serves people with Medi-Cal in 14 counties across Northern California. We are proud to call ourselves your local health plan with offices and staff in several areas. Our mission is To Help Our Members and Communities We Serve Be Healthy! The Basics As a member of PHC, you may have some questions about your membership. We hope you find this information useful. You can also look at the Table of Contents to find the information you need. When this Handbook says we, us, or our it means Partnership HealthPlan of California (PHC). What is Partnership HealthPlan of California (PHC)? PHC is a managed care plan for people who are eligible to receive Medi-Cal benefits in their county. What is a managed care plan? A managed care plan, sometimes called a Health Maintenance Organization, or HMO is responsible for making sure you get the care you need. What is a Primary Care Provider (PCP)? A PCP is your personal provider who will provide basic health care and arrange all of your medical health care needs. This provider will refer you to specialty care when needed. Some referrals require Prior Approval by PHC. All PHC members, except Special Case Managed members are assigned to a PCP. You must receive all medical care from your PCP unless they refer you for specialty care, or unless the type of care you need does not require a referral or Prior Approval. See Section 9 of this Handbook for more information. Page 8 of 74

14 Contacting PHC s Member Services Department PHC s Member Services Department can help you with questions, concerns and certain problems you may have: Getting a new ID card Changing your Primary Care Provider (PCP) Questions about your medical benefits Problems getting medical care Getting information on prenatal care Filing a complaint, appeal or State Hearing PHC s Member Services Department is open Monday through Friday, 8:00am to 5:00pm. Language Interpreter Services You have a right to receive interpretation services at no cost to you, any time you get health care. If you have problems getting interpretation services or need face-to-face interpreting service at your provider s office, call PHC s Member Services Department. To choose a provider or medical group who can speak your language, look in your PHC Provider Directory to see which languages are spoken at each office. Translation of Written Material PHC has some member materials like this Handbook available in English, Spanish and Russian. If you need this Handbook or another PHC document translated into one of these languages, call PHC s Member Services Department. Materials for Visually Impaired Members If you need this Handbook or another PHC document in large print, audio format, or on a CD, call PHC s Member Services Department. Braille versions are available for members with hearing and visual disabilities. Services for the Hearing Impaired If you have trouble hearing, you can call PHC s Member Services Department through the California Relay Service (CRS) at (800) or by dialing 711. This service is also available in Spanish by calling (800) Page 9 of 74

15 Reporting a New Address and/or New Telephone Number If you change your address or telephone number, you should contact the following people: If you receive SSI, call the Social Security Administration (SSA) office at (800) All other members should call their local Medi-Cal eligibility office Call PHC s Member Services Department at (800) Triage Services Sometimes it s difficult to know what kind of care you need. A health care professional will be available to assist you by phone, 24 hours a day, 7 days a week. This is known as triage. We offer triage services both through your provider s office during their business hours, and through our Advice Nurse at (866) Here are some of the ways that triage can help you: They can answer your questions about a health concern and tell you about self-care at home They can tell you if you should get medical care and how and where to get that care (for example, if you need emergency or urgent care) They can tell you what to do if you need care when your provider s office is closed PHC will make sure that you speak with a health care provider over the phone in an amount of time that is appropriate for your medical condition. The waiting time to receive a return call from a doctor or nurse will not be longer than 30 minutes. In some cases, you might have to wait longer if the doctor or nurse does not think that the wait will have a bad effect on your health. PHC makes sure that its network providers have an answering service or answering machine that tells you how to get urgent or emergency care after hours. Your PCP s phone number is on your PHC ID card, as well as the Advice Nurse number. If you have any questions about this information, call PHC s Member Services Department at (800) , 8 a.m. to 5 p.m., Monday through Friday. TTY users should call (800) , or dial 711. Page 10 of 74

16 Section 2 How to Enroll in Medi-Cal What to know when you first become a member. To enroll in the Medi-Cal program, call or visit your county department that handles Medi-Cal enrollment. This may be called the Department of Social Services, the Department of Health and Social Services, or something similar. You can also enroll in Medi-Cal through Covered California at or toll free at (800) , (888) TTY. We serve Medi-Cal members in the following counties: Del Norte Humboldt Lake Lassen Marin Mendocino Modoc Napa Shasta Siskiyou Solano Sonoma Trinity Yolo Most people in these counties will be enrolled into PHC. The State of California requires people who are eligible for Medi-Cal to receive health care through a Managed Care Health Plan like PHC. This means joining PHC is required for you to get your Medi-Cal benefits. Your PHC Identification (ID) Card As a PHC member, you will get a PHC ID card. You might also have a card from another type of health coverage, like a Medicare card. Be sure to tell your provider about any and all insurance coverage you have, including Medi-Cal. Showing your PHC ID card helps your provider know who to call for questions, Prior Approval, and coordinating your care. Your ID card has the following information: Your name, date of birth and PHC ID number The date you are assigned to your PHC Primary Care Provider (PCP) Your PCP s name and phone number Information to help your providers bill us for your care If you change your PCP, or move to another county served by PHC, you may get a new ID card from PHC. You can also call PHC s Member Services Department to ask for a new ID card at any time. To learn more about your PCP, or how to pick one, please see Section 4 of this Handbook. Page 11 of 74

17 What kind of health care can I get from PHC? In order for you to get any health care service through PHC, the service must be both: 1) A covered benefit in Medi-Cal managed care; and 2) Medically necessary A covered benefit means you can get this service through your PHC Medi-Cal benefit. Some Medi-Cal services are provided by other providers, such as Specialty Mental Health Care. To learn more about Medi-Cal services covered by other providers, see Section 9 of this Handbook. Can I be disenrolled from PHC? You can ONLY be disenrolled from PHC for one of the following reasons: You have moved to a county not covered by PHC You have lost your Medi-Cal eligibility Your Medi-Cal coverage changes to a category not covered by PHC Your enrollment in PHC is based on the type of Medi-Cal you receive and the county you live in. Enrollment in PHC is required for you to get Medi-Cal benefits. Members cannot choose to leave PHC to go to State Medi-Cal. If you lose your Medi-Cal coverage If you lose your Medi-Cal benefits, call Covered California at (800) , TTY (888) Covered California can help you find out if you qualify for other health insurance options. Page 12 of 74

18 Section 3 Who gives me health care? Learn about different kinds of providers and our network. This section of the Handbook tells you who you can get care from. PHC works with a large group of providers, including Primary Care Providers (PCPs), specialists, pharmacies, hospitals and other health care providers. We may call these providers contracted or network providers. Your PCP gives you most of your care Your PCP is responsible for making sure you get all of your regular health care. Your PCP will also help you get specialty care, prescription drugs and other medically necessary services. See Section 4 of this Handbook for more information on primary (routine) health care in your Home County. Health Centers PHC works with Health Centers to make sure there is access to care in the service area. If you need to know which clinics are in our network, call PHC s Member Services Department. Health Centers include Federally Qualified Health Centers (FQHC), Rural Health Centers (RHC) and Indian Health Centers. You can choose one of these Health Centers to receive your primary care. These Health Centers may also offer specialty care and other Medi-Cal services. Medical Groups Medical groups are like Health Centers. Medical groups have many providers that work together to provide you care. Sometimes these medical groups have specialists, so you can be referred in the group for specialty care by your PCP. Individual Practices In some counties, PHC may work with private practices for primary care services. Specialists give you care for certain conditions Your PCP will refer you to a specialist when you have a medical condition that needs care by a provider who specializes in a certain area of medicine. You need a referral or Prior Approval from your PCP before you see a specialist. See Section 5 of this Handbook for more information on specialty care. Female members who need an OB/GYN in network don t need Prior Approval from PHC or their PCP. Page 13 of 74

19 Family Planning Services Family Planning Services are provided to members of childbearing age to let them decide how many children they wish to have, and when. These services include all methods of birth control approved by the federal Food and Drug Administration (FDA). As a member, you have a right to get Family Planning Services from any certified Medi-Cal provider. This means you can choose a Family Planning provider that is not in PHC s network, without Prior Approval from your PCP or PHC. Here are some examples of covered Family Planning Services that you can get without Prior Approval: Office visits for Family Planning Services Birth control, including emergency contraception Tubal ligation Vasectomy Abortion Pregnancy testing and counseling Sexually transmitted disease (STD) testing and treatment Providers with a Moral Objection Your provider has the right to decline to give you Family Planning Services. This is called a Moral Objection. If your provider tells you they have a Moral Objection (sometimes called an ethical or religious objection), your provider is required to help you find a provider that can give you the services you need. If you need help getting services call PHC s Member Services Department at (800) You can also call the Department of Health Care Services, Office of Family Planning toll-free at (800) for information about Family Planning Services. The Office of Family Planning provides information about services, consultation and referrals to Family Planning providers. Certified Nurse Midwives and Certified Nurse Practitioners If a Certified Nurse Midwife or Certified Nurse Practitioner is not available through your PCP assignment, call PHC s Member Services Department for information on providers that have Nurse Midwives and Nurse Practitioners on staff. Certified Nurse Midwife services are available outside of PHC s network with Prior Approval. To find out more, ask your PCP or call PHC. Page 14 of 74

20 How does my provider get paid? Health care providers can be paid in a few ways by PHC or the medical group they have a contract with. Providers can be paid by: A fee for each service Capitation (a set amount for each member per month) Provider incentives or bonuses Call PHC if you would like to know more about how your provider is paid or about financial incentives or bonuses. Page 15 of 74

21 Section 4 How do I get primary (routine) care? Learn about choosing a PCP and getting primary care. This section of your Handbook will talk about receiving primary care. Who can be my PCP? You can choose from a list of PCPs in your Home County by looking in your Home County s PHC provider directory. You may also choose a Health Center or medical group as your PCP. When you choose a Health Center or medical group, the Health Center or medical group may help you choose a PCP within their practice. Choosing a PCP As a member of PHC, we will ask you to choose a Primary Care Provider soon after you are enrolled. Sometimes we can t give you the PCP you choose. Some of the reasons are: The PCP is not taking new patients The PCP does not work with PHC The PCP only sees patients of a certain age (pediatric) If you did not get the PCP you wanted, you can call PHC s Member Services Department to see if that PCP is available or to choose a new PCP. We have PCPs in our network that speaks other languages in addition to English. You can see which languages a PCP office speaks by looking in your Home County s PHC Provider Directory. If you have other family members enrolled with PHC, you do not have to choose the same PCP for all of your family members. To pick a PCP call PHC s Member Services Department or fill out a PCP Selection Form for you and any family members that have PHC. Changing your PCP If you want to change your PCP you can choose a PCP at any time from your Home County s PHC Provider Directory and call PHC s Member Services Department with your choice. Our staff will update your records and send you a new PHC identification card. If you call PHC s Member Services Department before the fifteenth (15 th ) of the month, you can start going to your new PCP the first day of the next month. If you call PHC s Member Services Page 16 of 74

22 Department after the fifteenth (15 th ) of the month, you will not be transferred to your new PCP until the first day of the second month from the date PHC received your request to transfer. Special Case Managed Members Not all members will be assigned to a PCP through PHC. Below are examples of the type of members that are not assigned to a PCP. New members are Special Case Managed for their first month with PHC, unless they have picked a PCP before they joined PHC. Other members will be Special Case Managed after their first month with PHC, such as children in Foster Care, members with End Stage Renal Disease, and members who are enrolled in California Children s Services (CCS). Even though Special Case Managed members can see any Medi-Cal provider, Prior Approval is still needed for certain services. If you think you may qualify for Special Case Managed assignment, please contact PHC s Member Services Department. Getting care as a new member In your first month as a PHC member, you are usually a Special Case Managed member. See Section 4 of this Handbook to learn more about Special Case Managed members. You will get a PHC ID card with your assigned Primary Care Provider (PCP), this Handbook, and your Home County s Provider Directory. The Provider Directory helps you pick a new PCP if you don t like the PCP we picked for you. Your assigned PCP is the provider you will start seeing for primary care starting the month after you join PHC. The date you have to start seeing your PCP is on your ID card. Until that time, you can receive medical care from any Medi-Cal provider that is willing to bill PHC. Prior authorization (also called Prior Approval) may be required for certain services, even when you re not assigned to PCP. If you need help getting Prior Approval during your first month with PHC, call PHC s Member Services Department. Getting primary care outside of your Home County Unless you get Prior Approval from PHC, you must get primary care services from your assigned PCP. If you live in one of the following counties call PHC s Member Services Department to see if you can be assigned to a PCP that is closer to your home: Del Norte Humboldt Lassen Modoc Shasta Siskiyou Trinity Page 17 of 74

23 New member and well visits PHC believes it is very important for new members to get a checkup with their PCP soon after enrollment, even if you re not sick! This checkup is sometimes called a new member checkup, well visit, or initial health assessment. To get this checkup, call your PCP using the number on your PHC ID card. Your first visit is very important. During your first visit, your PCP gets to know you and your medical history. Your PCP can see what treatments you have received and begin any new treatments you may need. It s also important to get a checkup at least once a year. This is sometimes called a well visit or a physical. Well visits help you stay healthy and helps keep medical conditions you have from getting worse. Children also need regular checkups at least once a year. Your child s PCP will tell you more about the regular care your child needs to grow up healthy and happy. Timely access to primary care When you call your PCP s office to schedule an appointment, you should get an appointment within 10 business days (about 2 weeks) from the date of your call. It should not take longer than 48 hours from the time of your call to get an appointment for urgent care from your PCP. Your PCP s number is on your PHC ID card. It may take longer to get a physical. If you have trouble getting an appointment, or you are told that it will take a long time to get an appointment, call PHC s Member Services Department for help. Disenrollment from your PCP A PCP can ask PHC to disenroll a member from their practice. Requests for disenrollment from a PCP are reviewed by PHC. If this happens you must choose a new PCP. Some reasons for disenrollment include: Abusive, violent or disruptive behavior Frequently missing scheduled appointments A breakdown in the patient-physician relationship PHC encourages all of its members to be respectful and courteous towards their providers and their staff. This is one of your responsibilities as a member of PHC. To learn more about your rights and responsibilities as a member of PHC, see Section B of this Handbook. Page 18 of 74

24 Section 5 How do I get specialty care? Learn about Prior Approval and types of specialty care. Looking for how to receive primary or routine care? See Section 4 of this Handbook. This section talks about other kinds of care you can get with PHC: Specialty Care Services that need Prior Approval Hospital Care (Inpatient Care) New Technology What is Specialty Care? Specialty care is care that you get from a Specialist. A Specialist is a medical provider who has extra education in a special area of medicine. Specialist providers usually focus on only certain parts of the body, health problems or age groups. Here are a few examples of specialists: Oncologists care for patients with cancer Cardiologists care for patients with heart conditions Ophthalmologists care for patients with eye conditions When and if you need specialty care, your PCP will make a referral for you. This referral from your PCP is your approval to see a specialist. Timely Access to Specialty Care When you call your specialist s office to schedule an appointment, you should get an appointment within 15 business days (about 3 weeks) from the date of your call, unless it s an urgent or emergency situation. If you need help contacting your specialist or making your appointment, call PHC s Member Services Department. If you have trouble getting an appointment, or you are told that it will take a long time to get an appointment, call PHC s Member Services Department for help. Services that require Prior Approval from PHC Some services must be approved by PHC before you can receive them. We call this Prior Approval or Prior Authorization. Page 19 of 74

25 Here are some examples of services that require Prior Approval: Medical Equipment (e.g. wheelchairs) Medical Supplies (e.g. diapers) Certain Medications Non-Emergency Hospitalization Skilled Nursing Care If you need one of these services, your medical provider must get Prior Approval from PHC before providing the service. To do this, your provider must send a request for Prior Approval to PHC. If a request for Prior Approval is denied by PHC, PHC will tell you and your provider. If you disagree with our denial, you can call PHC s Member Services Department to request an appeal or State Hearing. To learn more about filing an appeal or asking for a State Hearing, please see Section 12 of this Handbook. Hospital Care If you need to be hospitalized, your PCP will make the hospital arrangements for you. Some members are assigned to a hospital. If you are admitted to another hospital, in most cases you will be transferred to your assigned hospital if your provider has decided that you are stable for transfer and has approved your transfer to your assigned hospital. What is a Second Opinion? You have the right to get a second opinion at no cost to you. A second opinion is a visit with another provider when: You do not agree with your PCP or specialist s treatment plan. (A treatment plan is the care your provider thinks you need.) You have questions about a diagnosis for your condition, given to you by your PCP or specialist. You would like to make sure your treatment plan is the right one for you. You can ask your PCP or specialist for a referral to another provider for a second opinion. The second opinion must come from a qualified health care professional in PHC s network. A qualified health care professional is a provider who has the training and experience to treat or review a specific medical condition. Page 20 of 74

26 If there is no qualified health care professional within PHC s network, then PHC will give Prior Approval for a second opinion by a provider outside of PHC s network. How do I get a Second Opinion? Talk to your PCP, specialist or PHC s Member Services Department and let them know you want to see another provider. Be sure to tell them why you want to see another provider. Your PCP, specialist or PHC will help refer you to a provider for a second opinion. Call the second opinion provider to make an appointment. Show your PHC ID card at the second opinion provider s office. You have the right to file a grievance if PHC denies your request for a second opinion or if you do not agree with the second opinion. You can learn more about what a grievance is and how to file a grievance in Section 12 of this Handbook. New Technology New Technology is a change or advancement in health care. PHC s medical staff studies new treatments, medicines, procedures and devices. Usually New Technology is not covered by Medi-Cal or PHC, but your provider can ask PHC to look at a request for coverage of New Technology. If you would like PHC to look at a request for coverage of New Technology, ask your PCP or specialist to ask for Prior Approval from PHC. PHC will look into information about the New Technology, including the recommended use and safety of the New Technology. After review by medical specialists, PHC will let you know if the request will be approved or denied. Page 21 of 74

27 Section 6 Outpatient Mental Health Care Learn about getting mental health care from our network. This section talks about the type of mental health care services you can get with PHC. PHC works with a company called Beacon Health Strategies ( Beacon ) to provide outpatient mental health services for mild to moderate mental health conditions. For more information on mental health please refer to Section 9 of this handbook. Timely access to Outpatient Mental Health Care Call Beacon at (855) to help find a mental health specialist in your area. When you call that mental health specialist s office to schedule an appointment, you should get an appointment within 10 business days (about 2 weeks) from the date of your call. If you don t get the help you need from Beacon, you should call PHC s Member Services Department at (800) Specialty Mental Health Services Specialty Mental Health Services for the treatment of severe mental health conditions are provided by county mental health plans and are not covered by PHC or Beacon. Beacon will help coordinate your mental health care services whether they are offered by PHC or the county mental health plan. If you are receiving Specialty Mental Health Services, you can continue to get these services with the county mental health plan. Page 22 of 74

28 Section 7 Urgent and Emergency Care Learn about how and where to get urgent and emergency care. If you think you have a medical emergency, call 911 or go to the nearest hospital. If you want to speak with a nurse about your symptoms, call PHC s Advice Nurse 24 hours a day, 7 days a week at (866) If you are assigned to Kaiser Permanente (KFHP), call the Kaiser Advice Nurse at (800) This free service can be used when you have medical questions and are not able to reach your medical provider, or if you aren t sure if you should go to the emergency room. We ask that you call your provider s office if their office is open at the time of your call. Do you need medical advice? We know it can be hard to tell what kind of care you need. PHC has an Advice Nurse that can help you. Here are some examples of how the Advice Nurse can help: They can answer questions about a health concern and let you know if self-care at home is better for you. They can give advice about whether you should get medical care, and how and where you should get that care. They can tell you what to do if you need care and your PCP s office is closed. You can call the Advice Nurse 24 hours a day, 7 days a week by calling (866) A trained person may ask you questions to help direct your call. What is the difference between Urgent and Emergency care? Urgent and Emergency care are not the same thing. Urgent care is when you have a condition, illness or injury that is not life-threatening, but needs medical care right away. Many of PHC s providers have urgent care hours and options, even at night and on the weekends. How to get Urgent Care Call your PCP. You may speak to someone who answers calls for your PCP when the office is closed. Ask to speak to your PCP or the provider on call. Another provider may take your call when your PCP is not available. Tell the provider about your condition and follow their instructions. You can call our Advice Nurse at (866) , 24 hours a day, 7 days a week. Page 23 of 74

29 You can also find Urgent Care Centers in your Provider Directory. Timely access to Urgent Care You may receive same-day urgent care services. It should not take longer than 48 hours from the time of your call to get an appointment for urgent care from your PCP. If you are outside of your Home County, you do not need to call your PCP or get Prior Approval before getting urgent care. Be sure to let your PCP know you got urgent care from another provider. You may need follow-up care from your PCP. How to get Emergency Care Emergency care may be covered in Canada and Mexico when you are admitted to the hospital Emergency care is also covered anywhere in the United States and its territories: American Samoa, Guam, Northern Mariana Islands, Puerto Rico, and US Virgin Islands An emergency medical condition is a condition that you feel could lead to disability or death if not immediately treated. It can also be a condition that is causing you severe pain, or is quickly getting worse. Examples of emergencies include, but are not limited to: heart attacks seizures severe bleeding poisoning overdose active labor difficulty breathing You can get emergency care, 24 hours a day, 7 days a week at any emergency room without Prior Approval. If you need to go to the emergency room, take your PHC insurance card (and other insurance card if you have one, such as your red, white and blue Medicare card, or your Kaiser Permanente ID card if you have KFHP). You should always call your PCP after your visit to the emergency room for follow-up care. Emergency services and care include transportation, medical screening, examination and evaluation by a provider or appropriate personnel for both physical and psychiatric emergency conditions. Page 24 of 74

30 Examples of psychiatric emergency medical conditions include, but are not limited to: Thoughts or actions about hurting yourself or someone else Unable to care for yourself, such as being unable to feed, shelter or dress yourself due to a mental disorder What to do in the case of an emergency If you think you have a medical emergency, call 911 or go to the nearest hospital You are not required to call your provider before you go to the emergency room Do not use the emergency room for routine (regular) health care Getting emergency care outside of your Home County If you have an emergency when you re not in your Home County, you can get emergency services at the nearest emergency room. Emergency services do not require Prior Approval from PHC or your PCP. If you are admitted to a hospital not in PHC s network, or to a hospital your PCP does not work with, PHC has the right to move you to a hospital that works with PHC as soon as it is medically safe to do so. You may need hospital care after an emergency to stabilize your condition. This is called poststabilization care. The hospital will call PHC to ask for Prior Approval. Show the hospital your PHC ID card. If you don t have your ID card, ask the hospital to call PHC. Your PCP must provide follow-up care when you leave the hospital. Not sure if you have an emergency? Call your PCP if you are not sure if you are having an emergency. Do what your PCP tells you to do. Non-emergency problems can include, but are not limited to: Colds Flu Sore Throats Do not call 911 for non-emergency problems, call your PCP. Page 25 of 74

31 Section 8 Transportation Learn about different types of transportation services. What kinds of transportation are there? There are three types of transportation that we will talk about in this section of the Handbook. Each type of transportation has its own rules and requirements. Emergency medical transportation Emergency medical transportation is when you are taken by ambulance or helicopter (air ambulance) to a hospital for an emergency condition. You do not need Prior Approval for Emergency Transportation. If you have questions about Emergency Care, see Section 7 of this Handbook. If you think you are having an emergency, call 911 or go to the nearest hospital. If you aren t sure if your medical condition is an emergency, call your PCP or call the Advice Nurse at (866) If you are assigned to Kaiser Permanente (KFHP) call (800) Non-emergency medical transportation You can use non-emergency medical transportation (NEMT) when you cannot get to your medical appointment by car, bus, train, or taxi, and the plan pays for your medical or physical condition. NEMT is an ambulance, litter van or wheelchair van. NEMT is not a car, bus, or taxi. PHC allows the lowest cost NEMT for your medical needs when you need a ride to your appointment. That means, for example, if a wheelchair van is able to transport you, PHC will not pay for an ambulance. NEMT can be used when: Medically needed; You can t use a bus, taxi, car or van to get to your appointment; Requested by a PHC provider; and Approved in advance by PHC. To ask for NEMT, please call PHC s Care Coordination Department at (800) at least one business day (Monday-Friday) before your appointment. Or call as soon as you can when you have an urgent appointment. Please have your member ID card ready when you call. Limits of NEMT: You may use NEMT if you meet the terms above. Page 26 of 74

32 What Doesn t Apply? Getting to your medical appointment by car, bus, taxi, or plane. Transportation will not be provided if the service is not covered by PHC. A list of covered services is in this member handbook. If you are being taken from a hospital to a Skilled Nursing Facility (also called Long Term Care) your provider does not need Prior Approval from PHC. If the transportation is for another reason, your provider needs Prior Approval from PHC. Non-emergency medical transportation is covered with Prior Approval from PHC for transportation to any covered Medi-Cal service. This includes some services that are not provided by PHC. Some examples are: Specialty mental health care provided by your Home County (if prescribed by your specialty mental health provider) Dental care provided by your dentist (if prescribed by your dental provider) Dialysis provided at a dialysis center (if prescribed by your provider) Cost to Member: There is no cost when transportation is authorized by PHC. Non-medical transportation You can use non-medical transportation (NMT) when you are getting to and from a medical appointment for a screening and/or needed treatment service covered under the Early and Periodic Screening, Diagnosis and Treatment (EPSDT) program 1. You may be able to use non-medical transportation (NMT) when you are getting to and from a medical appointment related to prenatal care, renal dialysis, outpatient surgery, radiation, chemotherapy, specialty consult services but your medical condition does not require you to use medical transportation such as an ambulance, litter van, or wheelchair van, to get to your appointment. Prior approval is always required. NMT is defined as a taxi, bus, or other public way of getting to your medical appointment. 1 Members under 21 years may be able to get more services through a national program called Early and Periodic Screening, Diagnosis and Treatment (EPSDT). This includes doctor, nurse practitioner and hospital services. It also includes physical, speech/language, occupational therapies and home health services. Other services it covers are medical equipment, supplies, and devices; treatment for mental health and drug use, and treatment for eye, ear and mouth problems. If you have questions about the EPSDT program, please call Partnership HealthPlan s Member Services Department. Page 27 of 74

33 PHC allows the lowest cost NMT type for your medical needs that is available at the time of your appointment. To ask for NMT services, please call PHC s Care Coordination Department at (800) at least one business day (Monday-Friday) before your appointment. Or call as soon as you can when you have an urgent appointment. Please have your member ID card ready when you call. Limits of NMT: There are no limits on the number of rides to or from medical appointments covered under the EPSDT program. For the other, non-epsdt services listed above, this service may be discontinued when a member has a history of three (3) or more missed appointments in a calendar year. What Doesn t Apply? NMT does not apply if: 1) an ambulance, litter van, wheelchair van, or other form of NEMT is medically needed to get to a covered service; 2) the service is not covered by PHC. A list of covered services is in this member handbook; and 3) requesting reimbursement for gas. Cost to Member: There is no cost when transportation is allowed by PHC. Page 28 of 74